In today’s rapidly evolving digital landscape, accessibility and inclusion are not just regulatory checkboxes—they are imperatives for organizations seeking to broaden their impact, drive innovation, and serve society at large. As artificial intelligence (AI) and data-driven solutions become foundational to business and public services, the opportunity—and responsibility—to design for everyone has never been greater.
Technology underpins how we learn, work, live, and connect. Yet, for too long, digital transformation has left many behind—whether due to disability, age, language, or socioeconomic barriers. True inclusion means ensuring that digital experiences are usable and beneficial for the full spectrum of human diversity. As Frances West, a pioneer in accessibility, notes, “If you agree that technology underpins everything we do, then by definition, you have to bring everybody along.”
AI, when designed responsibly, can be a powerful equalizer. It can personalize experiences, remove barriers, and create new opportunities for people who have historically been marginalized or underserved. But this potential is only realized when accessibility and inclusion are embedded from the outset—not as afterthoughts, but as core design principles.
At the heart of accessible innovation is human-centered design. This approach starts with the individual—whether a customer, employee, or citizen—and works backward to solve real problems. As seen in Publicis Sapient’s work with public sector organizations, such as the digitization of rental assistance platforms, putting people at the center can mean the difference between a family staying in their home or facing eviction. In these cases, digital solutions were not just about efficiency; they were about dignity, agency, and hope.
Designing for accessibility means considering the full range of human abilities and experiences. For example, features like screen readers, captioning, and alternative text—originally developed for people with disabilities—have become mainstream, benefiting everyone from aging populations to users in noisy environments. As West points out, “If you can crack the code for edge users, the design will be more intuitive and elegant for all.”
AI’s ability to process vast amounts of data and adapt to individual needs opens new frontiers for inclusion. In retail, AI-driven personalization can ensure that product recommendations, website navigation, and customer support are accessible to people with varying abilities and preferences. In the public sector, AI can help governments deliver services more equitably, from healthcare to education to social support.
A compelling example comes from the use of AI-powered chatbots and knowledge bases, which can be tailored to answer questions in plain language, support multiple languages, and provide information in accessible formats. In the UK, the Royal Horticultural Society leveraged a bespoke large language model to make decades of gardening expertise available to all, regardless of prior knowledge or ability.
With great power comes great responsibility. AI systems can inadvertently perpetuate or amplify bias if not carefully designed and governed. Protected attributes—such as disability status, age, or location—must be handled with care. As Ray Velez, CTO at Publicis Sapient, emphasizes, “You have to ensure your models aren’t finding a way around your protected attributes.”
Responsible AI requires:
Beyond compliance and ethics, accessibility and inclusion are powerful drivers of business value. Inclusive design expands market reach, enhances brand reputation, and fosters loyalty. In retail, for example, making digital storefronts accessible can open doors to millions of new customers. In the public sector, accessible services build trust and improve outcomes for all citizens.
Moreover, AI can help level the playing field in the workplace. Generative AI tools can boost productivity for those who struggle with traditional forms of communication, enabling more people to participate fully in the digital economy. As Sheldon Montero, Chief Product Officer at Publicis Sapient, observes, “People who use generative AI will take the jobs of people who don’t.” The key is ensuring that everyone has the opportunity to learn and benefit from these new tools.
As the digital world becomes ever more central to business and society, accessibility and inclusion are not just moral or legal obligations—they are strategic imperatives. Organizations that lead on inclusive innovation will not only comply with regulations but will also unlock new markets, drive loyalty, and build a more equitable future.
At Publicis Sapient, we believe that technology’s highest purpose is to help people thrive. By designing AI and data-driven solutions that are accessible and inclusive, we can unleash human potential and create a digital world that works for everyone.
Ready to make accessibility and inclusion a cornerstone of your digital transformation? Let’s build a future where everyone belongs.